Moorfields at Northwick Park

People who used the service were satisfied with the care and treatment they received. They stated that they had been given information about their treatment and staff were helpful. People felt that staff gave them "a lot of time". One person said staff "were thorough, checked everything". We observed staff communicated effectively with people who used the service. However, some people felt that the television screen in the waiting area did not give them clear information on the waiting times.

The premises were clean, bright and there were sufficient chairs in the waiting areas. The provider had arrangements for maintaining and auditing the equipment used to ensure it was safe and effective. However, we noted that the main door to the hospital and the interconnecting doors were not easy to operate by people who used a wheelchair or by their relatives. Even though people did not feel that this put them at risk the provider may find it useful to note that some people did not find it easy to use some of the doors.

There were systems in place for recording, reporting and investigating incidents and complaints. People who used the service felt confident that staff listened and responded to their concerns.